Certain aspects of the disclosure are directed to template-based management of telecommunications services. According to a specific example, a server is provided comprising one or more computer processor circuits configured to interface with a remotely-situated client entity using a first programming language. The server includes a call control engine that is configured to provide a private branch exchange (PBX) for the client entity, and identify a call control template written in a second programming language. The call control engine is further configured to control call routing by the PBX, by executing the call control template to identify at least one data source that corresponds to a call property for the VoIP telephone call, retrieve data from the data source, and implement one or more call processing functions specified by the call control template as being conditional upon the retrieved data.

A platform can receive information regarding a user interaction, wherein the user interaction is associated with one or more channels that correspond to respective interfaces or media for the user interaction; retrieve supplemental information associated with the user interaction, wherein the supplemental information relates to at least one of: a state of a managed device associated with the user interaction, or a previous user interaction; identify, based on the information regarding the user interaction or the one or more channels, one or more models to process the information regarding the user interaction and the supplemental information, wherein the one or more models are identified from a plurality of models; determine, using the one or more models, an action to be performed with regard to the user interaction; and provide information identifying the action.

Various examples are directed to systems and methods for directed customer support. An analytics system may receive support communication data describing a support communication regarding a user account received from a user computing device and determine a subject of the support communication. The analytics system may select a response medium based at least in part on the subject and generate a response message based at least in part on the subject.

Disclosed are various implementations directed to optimizing a number pool for dynamic number insertion (DNI) used for call attribution by considering physical characteristics of the DNI number assigned to a specific channel versus characteristics of consumers within that channel to make more optimized DNI number assignments.

Optimizing a number pool for dynamic number insertion (DNI) used for call attribution is achieved by considering physical characteristics of the DNI number assigned to a specific channel versus characteristics of consumers within that channel—such as by identifying more optimum DNI number characteristics and modifying a DNI number pool based on the more optimum DNI number characteristics—in order to make more optimized DNI number assignments.

System, method, and various embodiments for providing a digital on-duty assistant are described herein. An embodiment operates by receiving a support request from a customer over a communication channel. A channel type corresponding to the communication channel over which the support request was received is identified. Which of a plurality of support specialists is assigned to service the support request over the channel type is identified. Contact information, corresponding to the channel type, for the identified support specialist is determined. The support request is forwarded to the identified support specialist based on the contact information corresponding to the channel type of the communication channel.

Systems for leveraging voice information derived from a telephone request for customer support (RCS) are provided. The leveraging improves the accuracy of a sentiment analysis performed on a customer support request. The system includes a receiver configured to receive logins. Each login initiates a request. The request includes a date; a time of initiation; a location of a communication device that was used to communicate the request; a device identification number; a message derived from the request; and voice information. The system includes a processor configured to calculate a historical sentiment value, based, at least in part, on artifacts retrieved from historical information associated with the user. The processor obtains a voice sentiment value from the voice information. The processor calculates a total sentiment value based on the historical sentiment value and the voice sentiment value, and then routes the request based on the total sentiment value and the message.

A method for proactive marketing includes: receiving information that an event is expected to happen or is happening; determining attributes of customers that will be affected by the event; and taking action based on the determined attributes. A system for proactive marketing includes: an intelligent database for storing interaction data of customers; and a data management platform (DMP) configured to receive customer data from the intelligent database, determine attributes of customers that will be affected by an event, and take action based on the determined attributes. A proactive marketing platform includes: data sources; and a marketing and ad platform configured to receive data from the data sources, determine attributes based on the data; and take action based on the determined attributes.

Disclosed are various implementations directed to context-aware dynamic determinations for DNI insertion of phone numbers into web-based advertisements where different phone numbers are assigned and deployed (e.g., using JavaScript or other approaches) based on both the channel and the context in which the advertisement being deployed.

Disclosed are various implementations directed to systems, processes, methods, and other implementations for cross-channel call attribution by analyzing features and aspects of the incoming callnot just the call-in phone numberto more accurately determine the advertising channel actually attributable for the consumer calling in and/or allocate attribution for a consumer call-in to one or more channels accordingly.